Healthcare Organization Customer Experience Strategies | Calabrio

Customer Experience Strategies for Healthcare Organizations

Scalable, Robust Workforce Optimization
and Powerful Voice of the Customer Analytics
for Your Healthcare Contact Center

For Hospitals, a Better Patient Experience is Paramount for Success

As competition for revenue, patients and future growth intensifies, it is critical for hospitals to focus on creating an outstanding patient experience. Several studies have proven a link between patient experience, hospital volumes and overall revenues. In fact, hospitals with patient satisfaction in the 90th percentile see a 33% increase in patient volumes and $5.4 million in additional revenue annually.

But creating a better patient experience starts by listening to the voice of the patient, which is not always easy to do in the fast-paced world of healthcare. This is where Calabrio can help.

Calabrio offers advanced analytics tools that allow hospitals to analyze 100% of patient interactions through their contact center.

Our intuitive and easy-to-use platform makes it easy for hospital administrators and patient experience teams to pinpoint areas of improvement and identify dissatisfied patients. And our custom dashboards let you quickly measure critical KPIs such as Net Promoter Scores and patient sentiment.

Learn more about our experience helping healthcare organizations improve patient experience. Scroll down to see how we’ve helped leading companies such as HCA Healthcare, Methodist Hospital and Tampa General Hospital increase patient satisfaction up to 45%. And be sure to download our ebook which shares 7 ways hospitals can improve the patient experience.

A 5% increase in employee engagement = a 3% increase in revenue

There were 3.14 million patient records breached in the first half of 2018

Leaders focused on patient experience have 60% more engaged employees

A fully integrated agent & customer engagement suite.

Calabrio ONE

call recording

Call
Recording

quality management

Quality
Management

workforce management

Workforce
Management

voice-of-customer analytics

Calabrio
Analytics

advanced reporting

Advanced
Reporting

Switching to Calabrio ONE led to an ROI of 546%

2018 Forrester Total Economic Impact Case Study

Healthcare Organizations: 4 Must-Have Tips to Improve the Patient Experience

As competition for patients, revenue and future growth intensifies, the patient experience is critical to healthcare organizations. Smart healthcare leaders have long administered patient surveys, but these surveys are often left unanswered, or only answered by those patients on the far end of the spectrum (either extremely satisfied or dissatisfied).

HCA Healthcare Increases Customer Satisfaction by 35-45% using Calabrio ONE

HCA Healthcare increases productivity and call center efficiency across multiple locations using Calabrio ONE.

7 Strategies to Improve the Patient Experience

It’s no longer simply about answering phone and measuring call times. Smart healthcare contact center leaders today know: there’s huge value in patient interactions. Download our WhitePaper to learn more.

Healthcare Case Studies for Calabrio ONE

Smile Brands Group Increases Contact Center Productivity with Calabrio

Smile Brand has experienced reduced costs, improved contact center efficiency and improved employee satisfaction since deploying Calabrio ONE.

Vitas Healthcare Utilizes Calabrio for a Smooth Technology Refresh

Vitas Healthcare has experienced increased insights into customer behavior since deploying Calabrio software. Read how here.

California Department of Health Care Services Increases Customer Satisfaction Rate by >45% After Deploying Calabrio

California Department of Healthcare Services saw an ROI in 3-6 months after deploying Calabrio ONE.

Emblem Health Enjoys Great Customer Service with Calabrio

Emblem Health uses Dynamic Scheduling to engage their workforce and reduce agent turnover

Tampa General Hospital Increases Contact Center Productivity by 50% with Calabrio

Tampa General Hospital increased their customer satisfaction rates by more than 35% since deploying Calabrio

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